Understanding the Buzz around Agentic AI

Published 04/09/25 under:

Agentic AI is more than just the latest fad or industry buzzword. Applied correctly, it allows contact centre and CX leaders to delve deeper into digitalisation and process automation. In turn, moving the needle on customer and employee experience, sales revenue, compliance and knowledge management. Read on to discover more.

What is agentic AI?

The next natural evolution, agentic AI refers to the use of autonomous agents within the Genesys Cloud platform that act independently to improve customer experience (CX) and employee experience (EX). Crucially, autonomous agents go beyond simply responding or generating content. They decide, orchestrate and execute – with minimal human intervention.

How is it different from other types of AI?

Most contact centre AI systems, such as voice or chat bots, operate on pre-determined rules or rigid scripts, rather than genuine reasoning. In stable scenarios, they are great at automating repetitive tasks and speeding up processes. However, they don’t perform as well when confronted with dynamic or ambiguous situations.

Generative AI-based solutions go a step further. They leverage large language models (LLMs) and are therefore better equipped to understand human language and user prompts. For example, to create content such as call transcripts or chat conversation translations. Yet, as a tool, generative AI is largely still reactive and lacks the autonomy to act alone unless integrated into a workflow.

Agentic AI operates outside of these limitations. Instead of reacting passively to human prompts each time, it proactively chooses the best action based on context, goals and desired outcomes.

Where might agentic AI add value?

Imagine a virtual agent that can not only answer customer inquiries about a product but also check inventory, apply relevant discounts and recommend the best purchase option based on the customer’s preferences and budget.

Other possible use cases for agentic AI and process automation opportunities include:

What about implementation?

Genesys has put the power of agentic AI in the hands of business users by introducing Genesys Cloud AI Studio. A key feature of the platform, Genesys Cloud AI Guides, allows you to design, test, manage and scale autonomous AI-driven experiences – without requiring any technical expertise or the need to write code.

Instead, you simply describe your goal using natural language or upload existing process documents. AI Guides take it from there, generating conversation flows powered by agentic AI. You can watch the full demo video here.

Additionally, Kerv specialists are on hand to help you get started. Once you’re comfortable, you’ll be able to create and deploy autonomous agents leveraging built-in design safeguards for privacy, tone, ethical use and policy compliance.

For further information on Agentic AI, or to register for forthcoming events, where we discuss this topic, please get in touch.

The longest standing Genesys Cloud partner in EMEA, Kerv has successfully deployed Genesys Cloud to over 25,000 agents in 100+ customers. Drawing on our unrivalled technical support, 24/7 managed services and customer success practice, we obsessively ensure Kerv customers always get the greatest benefit from their Genesys investment.